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CASE STUDY

REINVENT YOUR CUSTOMER EXPERIENCE RESULTING IN SALES GROWTH

MMC’s Inbound Remote Counter Program can optimize your distributor branch.

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AT A GLANCE

COMPANY TYPE

HVAC Distributor

TARGET AUDIENCE

HVACR Contractors

TIMEFRAME

One Year

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CHALLENGE

A major national HVAC distributor was experiencing issues with lengthy customer wait times, lack of cross-sell, struggling to manage incoming calls, lack of ecommerce adoption, and staffing at its locations. 

SOLUTION

MMC has revolutionized the customer experience for this distributor with its Remote Counter Program. Utilizing our inside customer contact team, we extended customer hours, reduced wait times, and encouraged contractors to use multiple channels, including e-commerce. Our customer contact team enters orders directly into the distributor's ERP system and connected with contractors through our voice channel, driving cross-sell opportunities and increasing order sizes. 

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RESULTS

The program resulted in unprecedented sales within one year and earned a double-digit return on investment. More calls were answered, the abandon rate decreased, and the average order size increased by $269 - all within 12 months.

15,134
MORE CALLS WERE ANSWERED

$269
AVERAGE ORDER INCREASE

ABANDON RATE WENT FROM
14.5% TO .15%

READY TO LEARN HOW MMC CAN REINVENT YOUR CUSTOMER EXPERIENCE? 

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